ClickFox's Customer Experience Analytics Blog

We wanted to share a fantastic complimentary case study from Gartner on how Sprint's holistic voice of the customer (VoC) program helped it improve customer satisfaction, accelerating it from last place to first in several major satisfaction rankings. Gartner highlights the best practices that customer experience executives can use to improve their VoC initiatives. See why ClickFox was mentioned in the report.

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ClickFox CEO, Marco Pacelli, will be one of the hosts on this Thursday's FierceFinance Webinar, where he will be discussing how big data is reshaping financial services:

“The sheer volume of transactions, interactions and account data makes it increasingly difficult for banks to get timely insights into trends impacting business issues,” said Pacelli. “At ClickFox, we’re enabling financial services organizations to bring order to the complex maze of data that’s been collected for years,…

Shortly after we published our market brief on mobile apps for customer service and engagement (also see our infographic ) we got in touch with AnyPresence which is a leading mobile platform that decreases the cost and complexity of multi-device application development, deployment, and maintenance. The platform allows non-technical users the ability to assemble and deploy HTML5, iOS, and Android apps without having to write code or install any software.…

At the end of 2011 we surveyed consumers to see what frustrates them the most when it comes to interacting with companies across various industries. This market brief presents the findings of the second annual consumer tipping points survey, which reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences. We examined trends year-over-year to understand how customer expectations and perceptions are changing, and the hard-hitting impact to satisfaction, loyalty…

CNBC recently aired a feature titled “Customer (Dis) Service”, a program that took viewers through the evolution of customer care and described the current state of customer service relationships as “wrecked, shattered and ruined”. As initiatives like automation and outsourcing were widely implemented to curb the costs of servicing customers, experience took a major hit. So where are companies most often not meeting customer needs?

Surprisingly even with the evolution of interaction channels that now…

The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh new revenue stream as they inform, engage, market and sell to tech-savvy consumers. Mobile apps provide a unique platform for companies to build their brands, increase customer engagement and loyalty and increase competitive advantage, but they also can serve as another customer service touch point like the web or…

One of the benefits of having an interaction cloud with billions of customer behavior patterns is that we can aggregate it to find interesting stories. This infographic illustrates variations in customer behavior across the US for nationwide wireless providers – analysis revealed that customer in some states are more likely to contact their provider more than once, driving up service costs for the organization.

Do you agree with this…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

Marketing’s Role In The Customer Experience Ecosystem

We’ve all done it: called a company about a product or service only to navigate through an endless voice system. Perhaps after that we fired off an email to customer service and then we got online…

As a reflection of its recognition of the importance of customer experience management, ClickFox has joined the CXPA as a Corporate Member of the growing association.

The CXPA supports the professional development of its members and advances the field by providing research and education, establishing standards, offering networking and career opportunities, promoting the industry, and creating a better understanding of the customer experience discipline.

“ClickFox has been a…

It's been a few months since our previous post about voice of the customer programs being inadequate indicators of customer experience in general and customer satisfaction in particular. Recently we came up with some additional data about this topic that we thought would be important to share with our readers.

During a recent analysis for one of our large customers who is adamant on using VoC programs…